The How-To Handbook For
Everyone In Your Organization
Eric Harvey
and
The WALK THE TALK Team
Ways
the
to
TALK
WALK
180
pecial thanks …
… to the following members of The WALK THE TALK Team
for their contributions to this handbook:
Jim Welch
And a very special thanks to
Steve Ventura
for his creativity, encouragement,
and many invaluable contributions.
Linda Andrus
Juli Baldwin
Bud Bilanich
Michael Bone
Joanna Brandi
Joachim de Posada
Renée Dye
Tom Fanning
Terry Fitzwater
Dottie Gandy
Aaron Graves
Stuart Graves
Erika Harvey
Nancy Harvey
Nicole Harvey
Barbara “BJ” Hateley
Nancy Heindl
Paul Hollrah
James Johnson
Anita Kasmar
Carie Krueger
Garfield “Gary” Lear
Al Lucia
Joel Marks
Suzanne McBain
Brian McDermott
Eva Peplinski
Heather Rice
Kevin Ruble
Karl Schoemer
Paul Sims
Scott Strange
S
E
ver stop to really think about
what business you’re in? Ask most people, and
they’ll say things like: manufacturing, sales,
healthcare, banking, insurance, computer soft-
ware, food service, hospitality, retail, etc., etc.,
etc. If that’s the kind of answer you’d give, you’d
be only half right!
Here’s a one-question test: If all of your customers went
away for good, would you still have a business … would you still
have a job? Of course not! Well, that’s your clue to the more im-
portant half of what you do: YOU’RE IN THE CUSTOMER
SERVICE BUSINESS. And that means you not only need to
know the right way to fix cars, write programs, run equipment, or
whatever, you also need to know the right way to serve customers.
You need to know it, and more importantly, you need to practice it.
When you look at what most organizations say nowadays,
it’s obvious that they recognize the importance of good customer
service. It seems that everywhere you look you find businesses
proudly touting statements and slogans like: “Customers come
first,” “We’re here to serve,” and “We go the extra mile.” Sound
familiar? Sure! And the irony is that while all this noble, well-
intended talk is on the rise, it’s apparent that the quality of service,
in general, is on a steady decline.
Check your own experiences as a customer: Hasn’t superior
service really become the exception rather than the rule? Don’t you
find yourself pleasantly surprised when people go out of their way
to serve you? Haven’t you at some point, with some vendor, taken
your business elsewhere because of poor service?
Bottom line: Businesses are losing customers every day
because they aren’t walking the customer service talk … they
aren’t treating customers the way they say they will. That needs to
change. It needs to be turned around –180 degrees. And that’s what
this handbook is all about. It’s a guide to help you meet one of
today’s most pressing business challenges: satisfying and keeping
the customers that pay the money that pays your salary. That last
part – paying your salary – should be reason enough to pay
attention.
As you read on, you’ll find a collection (180 to be exact)
of simple yet powerful techniques, strategies, practical how-to’s,
creative ideas, and a few things to remember – all designed to help
you successfully deliver the absolute best type of service:
And now, the final question: Why bother? Why make any
kind of special effort with customers if (and that’s a BIG “if”)
mediocre service is enough to protect your job and paycheck?
Well, the way we see it, when it comes to providing Walk The Talk
Customer Service:
You owe it to the customer – the one who has chosen to
give their hard-earned money to your business. They deserve the
best you have to offer.
You owe it to your organization – the one that not only
gives you money, but also entrusts you with its livelihood and
future. It deserves the best you have to offer.
You owe it to yourself – the one who enjoys the pride,
satisfaction, and reputation that comes from giving your all.
YOU deserve the best you have to offer.
Read on. Serve well.
“WALK THE TALK” CUSTOMER SERVICE.
180 Ways To Walk The Customer Service Talk is jam-packed with
techniques, strategies, how-to’s, and things to remember. In fact,
there’s so much good information, it might be a little difficult fig-
uring out how to use it all. Here are a few suggestions to get you
started:
First, read the handbook from cover to cover with a highlighter in
hand. Mark any key words or phrases that you find particularly
relevant and meaningful.
Next, select three ideas or action items that you
wish to personally adopt. Circle the number of
each item you select (1-180) and mark the pages
they appear on with “sticky notes.” Review these
pages frequently.
Finally, each time you complete/master one of
your action items, draw an “X” through its circled
number and select a new item to work on in its
place. That way, you’ll have three ideas working
at all times. Before you know it, your handbook will be filled with
crossed-out numbers … and you’ll be well on your way to walking
your customer service talk.
etting Started
How to use this handbook.
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